Head of Customer Success at SKUTOPIA

SKUTOPIA, an Australian technology-driven 3PL company, is seeking a Head of Customer Success to lead post-onboarding client interactions, ensuring seamless service delivery, customer satisfaction, and long-term retention. The Head of Customer Success will manage client relationships, optimise service delivery, and drive strategic initiatives that enhance the customer experience.

In this role, the individual will act as a key facilitator between clients, the CS team, operations, and product teams to improve SKUTOPIA's offerings and help clients succeed.

The role involves:

• Monitoring the quality and speed of responses to customer enquiries.
• Leading, managing, and growing the customer success team.
• Improving the onboarding process for smooth client transitions.
• Acting as the primary point of contact for high-value clients.
• Leading problem-solving for complex customer issues.
• Analysing data to identify churn risks and opportunities for increased retention.
• Gathering customer feedback to drive actionable insights.
• Identifying cross-sell and upsell opportunities.
• Partnering with leadership to implement the customer success strategy.

Requirements:

• 6-10 years of experience in Customer Success and business operations.
• Experience in a tech start-up or eCommerce/retail/SaaS/logistics industry.
• Exceptional communication skills.
• Highly developed problem-solving skills.
• Strong analytical skills with a data-driven approach.
• High business acumen.
• Motivation and enthusiasm for a fast-paced environment.

SKUTOPIA offers:

• Opportunity to work in a dynamic, purpose-driven company.
• Career growth opportunities in a leadership role.
• A supportive and inclusive workplace.
• Being part of a company that values culture and people.